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Avaya Aura® Contact Center

Release 7.0
Release Notes

This document contains information on software lineup, known issues and workarounds specific to this
release of Avaya Aura®Contact Center.
Avaya Aura® Contact Center
Release Notes

Table of Contents
Purpose ......................................................................................................................................................... 3
Publication History ........................................................................................................................................ 3
Software Information.................................................................................................................................... 4
Hardware Appliance .................................................................................................................................. 4
Software Appliance ................................................................................................................................... 4
Avaya Aura Media Server OVA .............................................................................................................. 4
Avaya WebLM OVA ................................................................................................................................ 4
Migration Tool for RCW Generated Reports ......................................................................................... 4
DVD Product Installation ........................................................................................................................... 5
DVD Image ............................................................................................................................................. 5
Service Pack Bundle................................................................................................................................... 5
Additional Required Updates .................................................................................................................... 6
Avaya Aura® Contact Center Server ...................................................................................................... 6
Avaya Aura Media Server OVA .............................................................................................................. 6
Additional Optional Updates ..................................................................................................................... 6
Avaya Aura® Contact Center Server ...................................................................................................... 6
ASG Plugin.............................................................................................................................................. 6
Avaya Aura® Contact Center Server ...................................................................................................... 7
SNMP Trap Configuration File ............................................................................................................... 7
Patch Scanner ............................................................................................................................................ 7
Microsoft Operating System Updates ....................................................................................................... 8
Platform Vendor Independence (PVI) ........................................................................................................... 9
Hardware Requirements ........................................................................................................................... 9
Network Adapter known issues ................................................................................................................ 9
Recommended Network Adapter ............................................................................................................. 9
Operating System & Virtualization ............................................................................................................. 10
Operating System .................................................................................................................................... 10
Microsoft Service Packs ....................................................................................................................... 10
Microsoft Hotfixes ............................................................................................................................... 10
Red Hat Enterprise Linux Updates ....................................................................................................... 10
Internet Explorer Support ....................................................................................................................... 10
Virtualization ........................................................................................................................................... 12
Deployment & Configuration Information.................................................................................................. 13

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Avaya Aura® Contact Center
Release Notes

Pre-Installation Considerations ............................................................................................................... 13


Changes to Universal Networking in AACC 7.0 .................................................................................... 13
Migrating Report Creation Wizard Reports from pre SP15 AACC 6.x Systems ................................... 13
Installation ............................................................................................................................................... 13
New Installations ................................................................................................................................. 13
Avaya Contact Center security certificate migration considerations .................................................. 15
Upgrading GA Avaya Aura Media Server OVA ........................................................................................ 16
AMS (7.5 and 7.6) Upgrade and Migrations to AAMS 7.7 ....................................................................... 17
AMS to AAMS Upgrades ...................................................................................................................... 17
AMS 7.5 or 7.6 Migrations to AAMS 7.7 .............................................................................................. 19
Post Installation Configuration ................................................................................................................ 20
Avaya Aura Media Server Clustering ................................................................................................... 20
Avaya Aura Media Server Configuration ............................................................................................. 20
Avaya Aura Media Server Installed on Red Hat Enterprise Linux Servers ........................................... 21
Agent Greeting Recorder commissioning when CCMA deployed off-board ....................................... 21
CCMM Administration ......................................................................................................................... 21
Enterprise Web Chat – Server name change procedure: Additional steps when removing CCMM
patches................................................................................................................................................. 22
Agent Desktop Prerequisites ................................................................................................................... 22
Multimedia Prerequisites for server migration ................................................................................... 22
Supported Aura Components ..................................................................................................................... 23
SIP Networking Setup ................................................................................................................................. 23
Localization ................................................................................................................................................. 23
Known Issues............................................................................................................................................... 24
Hardware Appliance ................................................................................................................................ 24
Software Appliance ................................................................................................................................. 24
Application\Features ............................................................................................................................... 24
Appendix A .................................................................................................................................................. 31
Issues Addressed in Service Pack 0 and Patches Line-up ........................................................................ 31
CCMS, CCSU, CCCC and CCLM 7.0 SP0 Listing ..................................................................................... 31
CCMA 7.0 SP0 Listing ........................................................................................................................... 32
CCT 7.0 SP0 Listing ............................................................................................................................... 32
CCMM/AAD 7.0 SP0 Listing ................................................................................................................. 33
Agent Greeting Recording 7.0 SP0 Listing ........................................................................................... 33
IW 7.0 SP0 Listing................................................................................................................................. 33

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Avaya Aura® Contact Center
Release Notes

Purpose
This document contains known issues, patches and workarounds specific to this build and does not
constitute a quick install guide for Contact Centre components. Please refer to the information below to
identify any issues relevant to the component(s) you are installing and then refer to the Avaya Contact
Center Installation and Commissioning guides for full installation instructions

Publication History
Issue Change Summary Author(s) Date
1.0 Initial Release for Release 7.0 CC Release Engineering 23rd October 2015
Launch
1.1 AAMS updates. CC Engineering 19th November 2015
1.2 GA Release for Trial sites CC Release Engineering 23rd November 2015
1.3 Removed duplicate MS hotfixes CC Release Engineering 16th December 2015

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Avaya Aura® Contact Center
Release Notes

Software Information
Hardware Appliance

There are no software downloads associated with the Hardware Appliance deployment.

Software Appliance
The following are the files required to deploy Avaya Aura® Contact Center Release 7.0 into a
virtualization environment. Please ensure you are using this version for all new software installation.

Avaya Aura Media Server OVA

File Name MD5 Checksum


MediaServer_7.7.0.226_A11_2015.07.02_OVF10 3d476ce8b74efc1bc32e4e45ef1ea141

Avaya WebLM OVA


The Avaya WebLM software is a required piece of software when deploying the OVAs in a virtualisation
environment. This software is used for product licensing. Please download this software from
http://support.avaya.com

Migration Tool for RCW Generated Reports


This application is required when exporting Historical Reporting templates on an NES6/NES7/ACC 6.x
server as part of a server migration. The most up to date version of the application is available with the
“additional required updates” from the AACC lineup below.

The utility is available in:

Install Software\CCMA\RCW_Migration_Utility

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Avaya Aura® Contact Center
Release Notes

DVD Product Installation


The following are the files required when deploying Avaya Aura® Contact Center using the Avaya Aura®
Contact Center DVD. Please note, as part of the deployment of the product you are required to install
the latest available service pack bundle when installing the product.

DVD Image
The supported Avaya Aura® Contact Center DVD version is outlined below. Please ensure you are using
this version for all new software installation.

File Name MD5 Checksum


AACC_7.0.0.0-316.iso 38ce17c1b1105eb40ad9de35eb45dcc3

Important Note:
Information on the latest service packs available with this release is documented in the Service Pack
Bundle section below.

Service Pack Bundle


The Avaya Aura® Contact Center software is delivered to customers as a service pack bundle. The
Service Pack is installed on your base software and contains the latest software updates for the release.

File Name MD5 Checksum


ACC_7.0.0.0_ServicePack0-207.zip 98cea4a7ff84d89b7ccc2b29a5f3bf53

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Release Notes

Additional Required Updates

Avaya Aura® Contact Center Server


The following are additional Avaya Contact Center updates containing critical fixes that must be applied
to your system.

File Name MD5 Checksum


ACC_70_ServicePack_GA_Patches-152.zip a11cfbb9afd5a984ab573904a7816e71

You must download all files listed. Please verify the MD5 checksums after download to ensure all files
have been downloaded successfully

File Name MD5 Checksum


ACC_70_ServicePack_GA_Patches-164.zip 4d02273b3690d191130d2954194a797d

You must download all files listed. Please verify the MD5 checksums after download to ensure all files
have been downloaded successfully.

Avaya Aura Media Server OVA


The AAMS OVA version is: 7.7.0.226 with System Layer Version 11. Both need to be upgraded to the
latest version for the GA installation. The Media Server needs to be updated to 7.7.0.269 and the System
layer needs to be updated to 14. This is accomplished by downloading the two ISO files:
MediaServer_Update_7.7.0.269_2015.10.14.iso
MediaServer_System_Update_7.7.0.14_2015.10.26.iso
The procedure: Upgrading Avaya Aura Media Server OVA details the steps required to upgrade the
AAMS OVA.

File Name MD5 Checksum


MediaServer_Update_7.7.0.269_2015.10.14.iso 96f5a79bf06d250a051c7440112c9291
MediaServer_System_Update_7.7.0.14_2015.10.26.iso 6c13700de16ea05ed1583a218b1576b7

Additional Optional Updates

Avaya Aura® Contact Center Server


The following software update is optional for the Avaya Contact Center.

File Name MD5 Checksum


ASGPlugin4WindowsX64.zip 76aaa6844a4863a86884d19a0b409558

ASG Plugin
The ASG Plugin is a serviceability application which enables secure access to the server when installed
using a challenge-response mechanism. This update removes the presence of unnecessary accounts

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Release Notes

which are given permission to access the files in the applications directory. This effectively restricts
access to the applications files to administrator users only.

The ASG Plugin currently placed on the server, not installed, does not have this patch and if required this
version can be downloaded and placed on the server instead of the incumbent version.

This is optional in that only if you wish to install and use this plugin should it be installed; otherwise it is
not required for normal Contact Center operations.

Avaya Aura® Contact Center Server


The following software update is optional for the Avaya Contact Center.
MD5 Checksum
File Name
ACC_7_0_0_0_SNMP_Trap_File_ver1_0.cnf 3fbc02a8bdf6296fe2c153ced48b0ca9

SNMP Trap Configuration File


An SNMP Trap Configuration File (.cnf) is delivered containing the Avaya recommended events for SNMP
capture. The configuration file can be imported into the SNMP Event Translator that is available after
installing SNMP on the Windows Server 2012 R2. SNMP traps will be automatically generated and
forwarded to the configured NMS system for all Event Viewer events that have a match in the
configuration file.

The SNMP Trap Configuration File can be imported into the SNMP Event Translator using evntcmd.exe
from the command prompt. A restart of the SNMP service is required after which the file content can be
viewed using the SNMP Event Translator GUI (evntwin.exe). Exact details for the procedure are available
in Windows Server 2012 R2 documentation.

The SNMP Trap Configuration File is available for download from the support site.

This is optional in that it should only be imported if you wish to forward SNMP traps to an NMS system
for treatment or monitoring. Otherwise it is not required for normal Contact Center operations.

Note: As detailed in the AACC deployment guide, SNMP should be installed on the Windows Server 2012
R2 prior to deployment of the AACC application.

Patch Scanner

The following is an additional utility Avaya Aura® Contact Center support tool. This Patch Scanner utility
is released with every Service Pack and Patch bundle from ACC 6.4 SP13 onwards.
If you are moving from an Avaya Contact Center 6.4 lineup to Avaya Contact Center 7.0 you must use
the version of the Patch Scanner published in the 7.0 Release Notes document.

This version of the tool can be used prior to moving to Avaya Contact Center 7.0. See readme with the
application zip file for further information.

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Avaya Aura® Contact Center
Release Notes

File Name MD5 Checksum


PatchScanner_1.0.0.7.zip fcb22c23b1c423a5add5605e93e97fc4

Microsoft Operating System Updates


The section outlines additional Microsoft Updates that must be applied to your system. Click on the link
below to bring you directly to the KB article on the update.

Update ID Summary
KB3100956 You may experience slow logon when services are in start-pending
state in Windows Server 2012 R2

Important Notes:
1. Important If you install a language pack after you install this update, you must reinstall this
update. Therefore, we recommend that you install any language packs that you need before you
install this update. For more information, see Add language packs to Windows.

Update ID Summary
KB2973337 SHA512 is disabled in Windows when you use TLS 1.2

Important Notes:
1. This KB is contained in the August 2014 update rollup KB2975719 listed below and does not
need to be installed individually if the rollup is applied.
2. Important Do not install a language pack after you install this update. If you do, the language-
specific changes in the update will not be applied, and you will have to reinstall the update. For
more information, see Add language packs to Windows.

Update ID Summary
KB2975719 August 2014 update rollup for Windows RT 8.1, Windows 8.1, and
Windows Server 2012 R2

Important Notes:
1. Important When you install this update (2975719) from Windows Update, updates 2990532,
2979582, 2993100, 2993651, and 2995004 are included in the installation.

Update ID Summary
KB3101694 "0x000000D1" Stop error in Pacer.sys when there's heavy QoS traffic in
Windows Server 2012 R2

Important Notes:

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Avaya Aura® Contact Center
Release Notes

1. Important If you install a language pack after you install this hotfix, you must reinstall this hotfix.
Therefore, we recommend that you install any language packs that you need before you install this
hotfix. For more information, see Add language packs to Windows.
2. Important This KB should only be applied to servers which include Avaya Aura Media Server on
Windows Server 2012 R2, i.e. where AACC/ACCS and AAMS have been installed co-resident on a
single physical server. It is not required on any deployment which does not include Avaya Aura
Media Server on Windows Server 2012 R2.

Platform Vendor Independence (PVI)


Hardware Requirements
For Single Server deployments of AACC 7.0 (Voice and Multimedia with Avaya Media Server on a
physical platform) a Gigabit Network Adapter is required that supports Receive Side Scaling (RSS) with 4
RSS queues.

Network Adapter known issues


There is currently an open issue with Microsoft Windows Server 2012 R2 with Broadcom NetXtreme
Gigabit Ethernet Adapter (BCM5720) that can result in Windows OS kernel crash for AACC 7.0 Single
Server deployments. The bug resides in Microsoft’s pacer.sys (QoS packet scheduler) and is exposed by
the Broadcom NetXtreme Gigabit Network Adapter (BCM5720) when RSS is enabled and configured for
more than 1 queue. This issue has only been found with Broadcom NetXtreme Gigabit Ethernet Adapter
and (specifically the Broadcom 5720 Adapter). The issue has been accepted by Microsoft and they are
working on a fix.

Recommended Network Adapter


The following RSS capable Gigabit Network adapter has been tested successfully with AACC 7.0 Single
Server deployments
Intel(R) Gigabit 4P I350-t Adapter

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Avaya Aura® Contact Center
Release Notes

Operating System & Virtualization

Operating System
All Avaya Aura® Contact Center server applications are supported on the following operating systems:
 Windows Server 2012 R2 Standard ( 64-bit Edition )
 Windows Server 2012 R2 Data Center ( 64-bit Edition )

The Avaya Aura Media Server is supported installed co-resident with AACC on a Windows Server 2012
R2 platform. AAMS installed on a standalone Windows Server 2012 R2 is not supported.

AAMS is supported on Red Hat Enterprise Linux (RHEL) 6.x 64-bit OS. It is not supported 32-bit RHEL. It is
not supported on any other version of Linux.

Microsoft Service Packs


None.

Microsoft Hotfixes
Before deploying any new Windows Security Patches and Hotfixes – you must confirm that any
Windows patches are listed as supported in the Avaya Contact Center Security Hotfixes and
Compatibility listing – published every month on support.avaya.com.

Additionally, please install all required Microsoft Operating System update listed in the Microsoft
Operating System Updates section of this document.

Please ensure that you do not enable Automatic Updates on your Avaya Aura® Contact Center Server or
Client PCs. All Windows Security patches and hotfixes must be manually deployed after consulting the
supported Avaya Contact Center Security Hotfixes and Compatibility listing

Red Hat Enterprise Linux Updates


AAMS is only supported on Red Hat Enterprise Linux (RHEL) 6.x 64-bit servers.
For an AAMS installed on a customer installed RHEL 6.x 64-bit server, it is mandatory to register the
RHEL OS with Red Hat Networks (RHN) and to apply all of the latest updates. AAMS is tested regularly
against all the latest RHEL updates.

The AAMS OVA AAMS ships with the most recent RHEL updates as of GA. Avaya are responsible for
supplying any mandatory Red Hat updates for the OVA installed OS. This is supplied as an AAMS System
Update ISO file that is uploaded via AAMS Element Manager and applied by logging into an SSH session
using the same account to access AAMS Element Manager. The OVA does not need to be registered with
Red Hat Networks.

Internet Explorer Support

Element Manager and CCMA require that Internet Explorer 10.0 and Internet Explorer 11.0 be
configured to run the web sites in “Compatibility Mode”.

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Release Notes

Microsoft support indicates that some websites might not display correctly in Windows Internet
Explorer 9. For example, portions of a webpage might be missing, information in a table might be in the
wrong locations, or colors and text might be incorrect. Some webpages might not display at all.

If a portion of the webpage doesn't display correctly, try one or more of the following procedures:

Note: IE Compatibility Mode must be enabled on IE 10.0 and IE 11.0.

To turn on Compatibility View

1. Open Internet Explorer by clicking the Start button


2. In the search box, type Internet Explorer, and then, in the list of results, click Internet Explorer
3. Click the Compatibility View button on the Address bar

The supported browser is Microsoft Internet Explorer 10.0 or later (32 Bit only – 64 Bit not supported).

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Virtualization
Avaya Aura® Contact Center supports the following virtualization environments using the OVA images
supplied:
 VMware vSphere Release 5.0 (ESXi)
 VMware vSphere Release 5.1 (ESXi)
 VMware vSphere Release 5.5 (ESXi)

The deployment Avaya Aura Contact Center requires that following OVA images to be deployed:
a) Avaya Aura Media Server
b) Avaya WebLM
This OVA is required for product licensing in a virtualization environment.

Information on the OVA image software is available in the Software Appliance section below.

VMWare Configuration Note


Description The VMware data store used to store the deployed software appliances must
be at VMware Release 5.0 or greater. If your data store is not at this release
you must either upgrade it to this level or create a new data store location that
supports the required VMware release.

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Avaya Aura® Contact Center
Release Notes

Deployment & Configuration Information

Pre-Installation Considerations

Changes to Universal Networking in AACC 7.0


The new 10.1 version of Gigaspaces deployed with AACC 7.0 is not compatible with the version deployed
in AACC 6.x. This impacts the Universal Networking feature (UNE). It will not function between AACC 7.0
and AACC 6.x without the deployment of a UNE alignment patch on 6.x which adds UNE Web Services.

Before adding AACC 7.0 to an existing 6.x network or upgrading a networked deployment to AACC 7.0,
the network must first be upgraded with the UNE alignment patch using the following steps:
1. Upgrade the 6.x nodes to the latest supported patch level.
2. Install the UNE alignment patch on each 6.x node. Patch name is DP_CCCC_6.4.215.208_CCCC
3. Proceed with adding or upgrading AACC 7.0 nodes as required.

Migrating Report Creation Wizard Reports from pre SP15 AACC 6.x Systems
The migration procedure for Report Creation Wizard based reports on an AACC system requires that the
server hosting CCMA be at the 6.4 SP14 or SP15 patch level prior to the report export step. The
MigrationRPTToRCWX.exe utility has a dependency on the version of Crystal Reports and is only
compatible with the version on the SP14 or SP15 lineup.

Installation
New Installations

Windows Automatic Maintenance


Windows Server 2012 R2 provides a centralized mechanism for maintaining the operating system. This
feature is called Automatic Maintenance, and is used to carry out tasks such as hard disk
defragmentation and application of Microsoft Windows updates among others.

This mechanism can sometimes interfere with the deployment of Contact Center software, resulting in
failed installations. It is recommended that this feature be disabled for the duration of Contact Center
software installs.

To disable Automatic Maintenance:


1. Start – Run ‘Taskschd.msc’
2. In the Task Scheduler Library browse to Microsoft – Windows – TaskScheduler
3. Select the Idle Maintenance task, right-click and choose ‘Disable’
4. Select the Regular Maintenance task, right-click and choose ‘Disable’
5. Alternatively, modify the properties of the Regular Maintenance task and ensure it is not set to
run during your installation maintenance window.

After installation is complete you may re-enable Automatic Maintenance


To enable Automatic Maintenance:
1. Start – Run ‘Taskschd.msc’

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2. In the Task Scheduler Library browse to Microsoft – Windows – TaskScheduler


3. Select the Idle Maintenance task, right-click and choose ‘Enable’
4. Select the Regular Maintenance task, right-click and choose ‘Disable’

Install-time Patching
Install-time patching is mandatory for Avaya Contact Center software deployments using the provided
DVD media.

Mandatory Execution of Ignition Wizard – Patch Deployments


After deployment of the Contact Center software using the DVD installer, if the Ignition Wizard process
is deferred, it will not be possible to install Patches (DPs) either via Update Manager or manually
(double-clicking on the installer file). Successful execution of the Ignition Wizard prior to applying
Patches to the system is mandatory.
This does not affect the removal or reinstallation of Contact Center Service Packs, only Contact Center
Patches (DPs).

System Backup after Ignition (IMPORTANT)


A full AACC backup must be taken after the ignition process has completed and before the system is
commissioned or used.
This is important for systems that will be used as migration targets. The CCMA data can only be migrated
to a system that does not contain any customer data. The CCMA migration will fail if the system is found
to contain data other than what was injected by the Ignition Wizard.
If the CCMA migration fails in this way, the solution is to go back to the post-ignition backup or re-install
the system.

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Avaya Contact Center security certificate migration considerations

Migrating security custom security certificates has caveats that require planning and consideration
before beginning the process.

Name of Server is important

When intending to reuse existing security certificates on a new system then the receiving system will
have to have the exact name as the donor system otherwise the security certificate will not match the
underlying server. If the security certificate and underlying server name do not match, then warnings
and errors will be presented to the user, when attempting to use this security certificate to establish a
secure connection.
Note
The recommendation is that, if possible, new security certificates be generated for the new
system rather than reuse security certificates from another system.

Restoring Certificate store to a new system

If the decision to reuse the security certificates then the migration of security certificates is a manual
process and requires that the security certificate store on the server be backed up using the Certificate
Manager Backup feature.

This will back up the necessary files required to be imported back in on the new system using the
Certificate Manager Restore feature.

The receiving system name must be the same as the donor system otherwise errors will occur when
attempting to use the security certificates to establish a secure connection.
Note
The backed up files will be modified if coming from a release prior to 7.0 during the restore
process so it is recommended that you keep a copy of the original backed up files.

Backing up the Certificate Store


1) Ensure all services are stopped
2) Launch Certificate Manager
3) Go to Store Maintenance Tab
4) In the Backup and Restore Certificate Store section choose a location in which to create the
backups. NOTE: do not choose a Contact Center directory structure
5) Press the Backup button to back up the store and its associated files
6) Check your chosen backup location and verify the following files are present in the directory:
CCKeyStore.jks, signme.csr (optional), storeInformation.txt ,storePwdEncrypt.txt

Restoring the Certificate Store


1) Ensure all service are stopped
2) Launch Certificate Manager
3) Go to Store Maintenance Tab
4) Select the location where your backups are stored, in the Backup and Restore Certificate Store
section
5) Press Restore button to restore the store and associated files

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6) Close Certificate Manager


7) Open Certificate Manager and confirm store has the correct content
8) Start Services

After restoring Certificate Store – Reset Security Level if previously set to ON

If the certificate store has been restored onto a system that contained another store and had the
security level set to ON then the following steps have to be followed to apply the new stores certificates
to the various web servers otherwise the previous stores certificates will remain in effect.

This procedure is only if the previous security setting was set to ON while using the previous store and
the store has been restored.

1) Ensure all services are stopped.


2) Launch Certificate Manager.
3) Go to Security Configuration Tab.
4) Check Security level – If ON then turn OFF and then ON again.
5) Hit Apply button.

This effectively will remove the previous configuration settings on the various web servers and apply
the contents of the new store to web servers.

Failure to follow this step will result in the various web servers using the certificates from the
previous store regardless of the restore procedure.

Restoring a certificate store whose contents have been signed by another Certificate Authority

If the certificate store has been restored to a system that used another certificate authority (CA) to sign
the contents of the store used previously then, if not done already, the root certificate authority
certificate will have to be deployed to the various clients that communicate with the server.

If the restored certificate store has been signed by the same certificate authority then this is not
required since the root CA certificates should have already been distributed.

Upgrading GA Avaya Aura Media Server OVA


This section provides instructions on how to upgrade the Avaya Aura Media Server OVA from version
7.7.0.226 and System Layer 11 to 7.7.0.269 and System Layer 14.
1. Launch AAMS Element Manager.
2. Navigate to EM > Tools > Manage Software > Updates > Upload Updates.
3. Locate the System Layer Update ISO (available from the ftp site, please see section: Avaya Aura
Media Server OVA ):
MediaServer_System_Update_7.7.0.14_2015.10.26.iso

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4. Click Browse to select the software update to upload this file to the AAMS.
5. Click Upload
Your browser shows a progress spinner until the upload completes.
The web page refreshes when the update completes and displays the details of the update
including the filename of the uploaded file.
6. Using the cust login credentials, open a Linux shell and run the following command to install the
update:
sysTool --install-update
7. Follow the prompts to complete the installation, after which the AAMS will reboot to complete
installation.
8. When the system comes up after reboot, open a Linux shell and logon using the cust account.
Type in the following command to verify that the System Update has completed successfully:
sysTool --status
Output: System Version : 7.7.0.14
Original Activation Date: 2015-11-03T04:52-0700
Staged update : MediaServer_System_Update_7.7.0.14_2015.10.26.iso

9. Locate Media Server Update ISO (available from the ftp site, please see section: Avaya Aura
Media Server OVA ):
MediaServer_Update_7.7.0.269_2015.10.14.iso
10. Click Browse to select the software update to upload this file to the AAMS.
11. Click Upload
Your browser shows a progress spinner until the upload completes.
The web page refreshes when the update completes and displays the details of the update
including the filename of the uploaded file.
12. Using the cust login credentials, open a Linux shell and run the following command to install the
update:
InstallMediaServer
13. Follow the prompts to complete the installation.
14. Logon to AAMS Element Manager and go to System Status->Element Status and verify that the
AAMS version is 7.7.0.269

AMS (7.5 and 7.6) Upgrade and Migrations to AAMS 7.7


This section details all of the procedures required to upgrade or migrate previous version of Avaya
Media Server to Avaya Aura Media Server 7.7.

Note: AMS refers to Avaya Media Server versions 7.5 and 7.6 used by AACC 6.3 and 6.4. AAMS refers to
Avaya Aura Media Server 7.7 used by AACC 7.0.

AMS to AAMS Upgrades


The only AMS to AAMS in-place upgrade that is supported is an upgrade from an AMS 7.6 server that
has been installed on a customer-supplied Red Hat Enterprise Linux (RHEL) 6.x 64bit server. In place
upgrades are not supported and migration procedure must be used if your AMS is:
 Installed on Windows Server 2008 R2
 Installed on RHEL 5.x
 Installed on RHEL 6.x 32bit
 Deployed from the AMS7.6 OVA supplied with AACC 6.4

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Scripts for Migrations and Upgrades


Two scripts are provided for use in preparing and completion of AMS to AAMS server migrations:
 prepareForAAMS77Migration.py (Linux) / prepareForAAMS77Migration.exe (Windows)
 completeAAMS77Migration.py (Linux) / completeAAMS77Migration.py (Windows)

The scripts are available on the DVD at location: /Install Software/AMS/Linux and /Install
Software/AMS/Windows. Note: the Service pack or patch bundle may have a more recent version of
these scripts.

The following procedure details how to copy and run these scripts on RHEL servers.
1. Launch ssh session to RHEL server, logon as root user and create a directory:
mkdir /tmp/AvayaMS

2. Copy the script using a file transfer utility (e.g. WinSCP) to the RHEL server. Make sure that the
script is transferred in “Text mode”.
3. Make script executable by running command: (example prepareForAAMS77migration.py):
cd /tmp/AvayaMS
chmod +x prepareForAAMS77Migration.py

4. Run the script by running command (example shows prepareForAAMS77migration.py):


./prepareForAAMS77Migration.py

Upgrading AMS 7.6 to AAMS 7.7 in-place on RHEL 6.x 64bit


This section details the procedure required to complete an in-place upgrade of an AMS 7.6 on RHEL 6.x
64bit OS to AAMS 7.7.
1. Copy and run the prepareForAAMS77Migration.py script to the AMS 7.6 RHEL server using
procedure: Scripts for Migrations and Upgrades
2. At the “Please Enter ACC SIP Domain” prompt, enter the AACC SIP domain name.
3. Uninstall CCSA by running commands:
cd /opt/avaya
./UninstallCCSA

4. At the “Also remove Avaya Media Server” prompt, answer ‘n’. Do not uninstall AMS software.
5. Locate the AAMS 7.7 Linux binary on the AACC 7.0 DVD: MediaServer_7.7.0.269_2015.10.14.bin
6. Copy this binary to the /tmp/AvayaMS directory on the RHEL server using WinSCP or equivalent.
Make sure transfer is in Binary mode.
7. Run the binary by running commands:
cd /tmp/AvayaMS
./MediaServer_7.7.0.269_2015.10.14.bin

8. At the Upgrade prompt, press Enter to accept the default selection.


9. Answer y to the License agreement and press Enter at the next Upgrade prompt.
The software upgrades to AAMS 7.7.0.269
10. Copy and run utility: completeAAMS77Migration.py to the RHEL server using procedure: Scripts
for Migrations and Upgrades
The upgrade is complete and the AAMS Content Store now has the required content for AACC
7.0 operation.

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Avaya Aura® Contact Center
Release Notes

AMS 7.5 or 7.6 Migrations to AAMS 7.7


AAMS 7.7 migration from previous AMS releases only supports migrations of the “Application Content”
of the AMS database. It does not support “System Configuration”. Application Content refers to the
Content Store contents of the AMS server. This includes all announcements and music.

AAMS 7.7 supports the following Application Content migrations:


 AMS 7.5 or 7.6 installed on RHEL 5.x or 6.x to AAMS 7.7 installed on RHEL 6.x 64bit OS (including
AAMS 7.7 OVA).
 AMS 7.5 or 7.6 installed on Windows Server 2008 R2 to AAMS 7.7 installed on Windows Server
2012 R2.
 AMS 7.5 or 7.6 installed on Windows Server 2008 R2 to AAMS 7.7 installed on RHEL 6.x 64bit OS
(including AAMS 7.7 OVA).
 AACC 6.4 AMS 7.6 OVA to AMS 7.7 OVA
 AACC 6.4 AMS 7.6 OVA to AMS 7.7 installed on RHEL 6.x 64bit OS (including AAMS 7.7 OVA).

The following procedure should be used for all migrations:


1. Locate and run script: prepareForAAMS77Migration.py (or .exe for windows) on the AMS 7.5 or
AMS 7.6 RHEL or Windows Server 2008 R2.
2. On AMS Element Manager go to section: Tools>>Backup and Restore>>Backup Tasks and click
Add.
3. Enter a name for this backup task.
4. Select “Application Content”.
5. Clear “System Configuration”.
6. Select “Manually as needed” and click “Save”.
7. In the Backup Tasks window, select the task and click “Run Now”
8. The History Log window appears. Wait until you see confirmation that backup task has
completed.
9. The Content Store will be backed up to a zip file at location:
Windows: %MASHOME%platdata\EAM\Backups
Linux: $MASHOME/platdata/EAM/Backups
10. Copy this zip file to the new AAMS 7.7 server.
11. Open a terminal session (ssh for Linux and cmd prompt for windows) and run the following
command (shown with example filename) to migrate the Content Store data to the AAMS 7.7
server:
amsupgrade taskname_hostname__2015_11_26_8_41_48.zip
12. On AAMS Element Manager, go to section: Tools>>Media Management and verify that a
streamsource namespace exists with the music content groups and the SIP domain namespace
exists with the locale, tones, prompts and music content groups.
13. Copy the completeAAMS77Migration (.py or .exe) to the AAMS 7.7 server and run this script.
This script simply deletes any duplicate music content groups from the SIP domain namespace if
they are already under the streamsource namespace.
14. Add this AAMS to CCMA Media Servers and services. If this AAMS is the Master Content Store,
then tick this box in the Media Servers page. This will push down any default media files to the
AAMS Content Store that are missing from the migration.
15. Carry out Post-Installation Configuration on AAMS 7.7 server.

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Avaya Aura® Contact Center
Release Notes

Post Installation Configuration


Avaya Aura Media Server Clustering
Avaya Aura Media Server supports two types of clustering:
 Standard AAMS cluster (N+1 Cluster)
 High Availability AAMS Cluster Pair

These two cluster types are different configurations and cannot be combined.

Content Store Replication can be configured between clusters of the same type by selecting a Primary
AMS server as the “Master Cluster Primary” and then configuring this IP Address into the “Master
Cluster Primary Node Address” in Element Manager in Cluster Configuration >> Replication Settings.

Standard AAMS Cluster


A standard N+1 AAMS Cluster is a collection of up to eight AAMS servers. AACC will carry out Round
Robin load balancing between all the AAMS servers in the cluster. Each AAMS server’s IP Address in the
cluster must be added to the Media Servers List and associated with the ACC_APP_ID service in CCMA.
The Standard AAMS cluster must consist of a Primary and Secondary AAMS Server. Optionally up to six
Standard AAMS servers can be added to the cluster. In an AACC environment, the only benefit of
configuring this Cluster type over using stand-alone AAMS servers with Content Store Replication is that
you also get Configuration replication.

High Availability AAMS Cluster Pair


A High Availability AAMS cluster is a collection of two AAMS servers consisting of a Red Hat Linux
Primary and Backup AAMS server. This configuration provides uninterrupted availability of media
processing in cases where a media server fails (also known as “Active Call Protection”). The HA cluster
has a Service (Managed) IP Address that is entered into Media Servers List and associated with the
ACC_APP_ID service in CCMA. An AAMS HA cluster must not span a geographical location. Both Primary
and Backup AAMS in a HA Cluster pair must be on the same local network.

Avaya Aura Media Server Configuration


The following configuration must be carried out on all AAMS servers.
1. Launch AAMS Element Manager and browse to System Configuration >> Network Settings >>
General Settings >> Connection Security
2. Un-tick “Verify Host Name” setting and hit the “Save” button followed by “Confirm”.
3. If using TLS SRTP media security then skip to step 6.
4. Browse to: System Configuration >> Media Processing>>Media Security
5. Change Security Policy from BEST EFFORT to SECURITY DISABLED and hit the “Save” button.
6. Browse to System Configuration >> Network Settings >> General Settings >> SOAP
7. Add AACC IP Address into SOAP Trusted Nodes. If HA, add AACC Active, Standby and Managed IP
Address.
8. Hit the “Save” button followed by “Confirm”
9. Browse to System Configuration >> Signalling Protocols >> SIP >> Nodes and Routes
10. Add AACC IP Address into SIP Trusted Nodes. If HA, add AACC Active, Standby and Managed IP
Address.
11. Ensure that AAMS can resolve both the hostname and Fully Qualified Domain Name (FQDN) of the
CCMA server by trying to ping the CCMA hostname or FQDN from the AAMS

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Avaya Aura® Contact Center
Release Notes

Name resolution can be achieved either by using a DNS server or editing the hosts file on the AAMS.
The AAMS OVA does not allow root ssh access, so the ability to edit the hosts file is provided in
Element Manager: On EM navigate to System Configuration > Network Settings > Name Resolution
and enter the IP address and hostname of the CCMA server. If the AAMS is installed on a customer
built Red Hat server, then EM does not provide this functionality. In this case /etc/hosts file needs to
be edited on the Red Hat server (e.g. using a ssh putty session) using the root account.

Avaya Aura Media Server Installed on Red Hat Enterprise Linux Servers
The following configuration must be carried out on all servers with AAMS installed on Red Hat Enterprise
Linux Servers. Note: This configuration is not required for the AAMS OVA.
1. Install firewall (iptables) policy file and enable firewall
2. Create AAMS Element Manager User account Group: susers Account: cust
3. Configure and enable Network Time Protocol (NTP)
4. Install Access Security Gateway (ASG)

A RHEL shell script has been provided on the AACC DVD that applies all of the above configuration.
The script name is sysconfig.sh and is located at: Install Software\AMS\Linux
Run the following steps on PVI RHEL Installed AAMS servers (Not required for co-resident Windows or
OVA)
1. Copy the following file from the AACC DVD to the /tmp directory on the AAMS server:
Install Software\AMS\Linux|sysconfig.sh
2. Log onto the AAMS server command line with root privileges (e.g. using putty), execute the
following commands and then follow the prompts:
cd /tmp
chmod +x sysconfig.sh
./sysconfig.sh

Agent Greeting Recorder commissioning when CCMA deployed off-board


In AACC 7.0, the Agent Greeting recorder application is always installed on the AACC Tomcat server that
is co-resident with CCMS. By default, it will assume that CCMA is also installed on the same host. In
cases where the CCMA instance managing CCMS is hosted elsewhere, the Agent Greeting recorder
needs to be made aware of the remote CCMA address in order to operate correctly.

Currently, there is no GUI mechanism for updating this Agent Greeting recorder configuration. To set
the CCMA address, edit the following file and update the ccma.address entry from its default value of
127.0.0.1 to the appropriate IP address:

D:\Avaya\Contact Center\apache-tomat\conf\agentgreeting.properties

CCMM Administration
Due to performance considerations for Avaya Agent Desktop 7.0, the interval value for Agent Desktop
Configuration-> User Settings -> Web Stats Refresh Interval should be set to a minimum of 30 seconds.
Note that the default and recommended interval time is 60 seconds.

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Avaya Aura® Contact Center
Release Notes

Enterprise Web Chat – Server name change procedure: Additional steps when removing
CCMM patches.
This section is only applicable to systems running Enterprise Web Chat (EWC). EWC is a licensed feature
in AACC 7.0 offering an alternative to the traditionally available Web Communications. EWC uses a new
chat engine and because of this additional steps are required when performing a server name change on
the CCMM server. These steps are fully documented in the Avaya Aura Contact Center Server
Administration document. In the event that CCMM patches are removed from the CCMM server after a
server name change operation has occurred, it will be necessary to reapply the EWC specific name
change steps again. These steps are outlined below and should be run after CCMM patches have been
removed/re-applied.

Before you begin


Shut down the CCMM services using SCMU.
Procedure
1. Log on to the Multimedia Contact Server
2. Right-click Start.
3. Select Run.
4. Type cmd.
5. Click OK.
6. In the command line window, enter
CD D:\Avaya\Contact Center\EnterpriseWebChat\eJabberd
7. Enter update_hostname.bat <CCMM_servername> where <CCMM_servername>
is the new Multimedia Contact Server name.
8. Restart the CCMM server to apply changes
9. Ensure CCMM services have started OR use SCMU to start CCMM services.

Agent Desktop Prerequisites


The following prerequisites are required for Agent Desktop on clients. Note: Administrative rights are
required to install these prerequisites
 Microsoft .NET Framework 4.5.2 (DotNetFX452)
 Windows Installer 4.5 Redistributable (WindowsInstaller4_5)
 Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package ATL Security Update
(vcredist_x86)
 Microsoft Visual C++ 2008 Redistributable Package (x86) (vcredist90_x86)
These prerequisites are available on the AACC server <Application Drive>:\Avaya\Contact
Center\Multimedia Server\Agent Desktop
Note: Microsoft .NET Framework 4.5.2 is cumulative with 4.5.1, 4.5 and 4.0. So when you install .Net
Framework 4.5.2 you also have 4.0 and 4.5.

Multimedia Prerequisites for server migration


This is only applicable to users migrating to new AACC 7.0 servers and keeping the same server names:
 In this scenario users must select the same Multimedia Database Drive during the AACC 7.0
install as contained in Backup. If post install, users migrate a database backup from a previous

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Avaya Aura® Contact Center
Release Notes

version of AACS and the Multimedia Database drive defined in the backup does not match the
Multimedia Database drive selected during the 7.0 install users will be unable to open
attachments that were restored from the backup.

Supported Aura Components


Avaya Aura Contact Center supports the following Avaya Aura components:

Avaya Aura Components Release


Avaya Aura System Platform 6.2 FP4, 7.0
Avaya Aura Solution for Midsize Enterprise 6.2 FP4, 7.0
Avaya Aura Communication Manager 6.2 FP4, 7.0
Avaya Aura Application Enablement Services 6.2 FP4, 7.0
Avaya Aura System Manager 6.2 FP4, 7.0
Avaya Aura Session Manager 6.2 FP4, 7.0
Avaya Aura Presence Services 6.2.6, 7.0.0.1

SIP Networking Setup


Every node in a SIP networking configuration needs to have a unique HLOC which is used as a part of call
id to generate unique call ids for the calls on different nodes. From this release onwards, AACC will
internally generate a unique node Id. There is no additional configuration required for this. The HLOC
will begin from 10001. This is not applicable to non-networking setup.

Localization
Not Applicable to this release

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Avaya Aura® Contact Center
Release Notes

Known Issues
Hardware Appliance
None

Software Appliance
None

Application\Features

Potential for Agents to be prompted multiple times with security warnings when viewing inline
attachments in an email with out of the box certificates
Tracking Number CC-3686
Application Agent Desktop
Description If a customer site has security enabled but has not yet substituted an official
certificate with the out of the box certificate, then for the first email received
by an Agent which contains inline images, the Agent will be prompted with a
security warning for each image, prompting the Agent to install the certificate.

Impact For the first email received by the Agent with inline attachments the Agent will
be forced to accept a server certificate for each image. The Agent will not be
prompted for subsequent emails unless Agent Desktop is restarted.
Workaround Navigate to the Start Menu->Control Panel and open “Internet Options” under
“Network and Internet”.
Click on the Advanced tab and scroll down to the setting “Warn about
certificate address mismatch”.
Uncheck this checkbox

Remote desktop connection fails due to service stuck in starting


Tracking Number CC-2435
Application Windows Server 2012 R2
Description Under certain error conditions, i.e. misconfiguration, some AACC services will
not complete startup.
While in this error state remote desktop connection logins and local console
logins can fail with a “please wait” message.
Impact Inability to login through RDC of local console to AACC server.
Workaround If this error condition is experienced a connection to the console should be
attempted. In the case of a physical sever deployment this would be the
physical keyboard and monitor connection to the server. In the case of
virtualized environments the equivalent to the physical console should be used.

If a connection is successful on the console the service which is stuck in starting


should be identified and normal trouble shooting performed to determine why
the service is not completing startup.

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Avaya Aura® Contact Center
Release Notes

If the connection to the console is not successful a power cycle of the server
will be required. A connection should be attempted, either through the console
or through RDC, as soon as possible after the power cycle is performed.
Solution This issue is resolved by applying the following Microsoft fix (KB3100956)
mentioned in the Microsoft Operating System Updates section.

AAMS Migration: AAMS is not licensed after AAMS 7.7 -> AAMS 7.7 Migration
Tracking Number CC-4639 and CC-4765
Application AAMS
Description
After migrating AAMS 7.7 to a new server, after the migration, the AAMS is not
licensed by AACC License Manager.
Impact “Media Server Instance is not licensed” Alarm will appear on AAMS and no
voice calls will be anchored on AAMS.
Workaround Follow this procedure:
1. On AAMS Element Manager go to: Licensing>>General Settings
2. Hit the “Restore Defaults” button followed by “Confirm”.
3. Restart AACC License Manager.

AMS 7.5 Linux Migration: prepareForAAMS77Migration does not run on AACC 6.3 (AMS 7.5) systems
Tracking Number CC-5117
Application AAMS
Description
prepareForAAMS77Migration.py (7.0.0.4) python script does not run on AACC
6.3 AMS 7.5 Linux Systems.
It reports the error: "ERROR: AMS Version is . This Utility can only be run on 7.5 or
7.6 AMS systems. Exiting."
Impact AMS 7.5 Application content will not have been prepared for AAMS77
migration meaning the music content in the content groups will not have been
copied to the streamsource namespace and the canned prompts in the file
system would not have been copied to the AAMS Content Store.
Workaround The GA Patch bundle contains a working version of this utility in directory
(7.0.0.5):
\\Install Software\AMS\Windows
\\Install Software\AMS \AMS\Linux

Some fields are not aligned when Agent Performance report exported to .pdf file,
Tracking Number CC-3856
Application Contact Center Manager Administration
Description AACC7.0 HR- Export Agent Performance report to .pdf file, some fields are not
aligned
Impact A number of reports within AACC are larger than a standard A4 page and as a
result appear misaligned when exported to pdf. They also span pages when
printed.
Workaround None

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Avaya Aura® Contact Center
Release Notes

Page Range not supported when saving historical reports in PDF format
Tracking Number CC-5051
Application Contact Center Manager Administration
Description When saving a historical report to a pdf file, it was previously possible to save a
range of pages. This functionality is no longer available with the AACC 7.0
reporting solution.
Impact All pages will be saved to the pdf file.
This is now normal operation for the underlying reporting system.
Workaround None

Report Creation Wizard – Some sample reports do not work


Tracking Number CC-5035
Application Contact Center Manager Administration
Description The following sample reports do not work in this release:
BillingByAddress
SkillsetOutboundDetails
Voice Skillset Name ID Mapping
Network Consolidated Skillset Performance
ICPCSRSample
MMCSRStat
Impact These samples cannot be used as a starting point for new reports
Workaround None

Report Creation Wizard – Migrated reports show white space where custom formulas previously
existed
Tracking Number CC-4903
Application Contact Center Manager Administration
Description When RCW generated reports are migrated from a previous release, custom
formulas will be lost as these cannot be automatically migrated. This results in
blank space on the reports.
Impact The custom formula definition is missing from the report
Workaround Create the missing formula in RCW and add it to the report.

Report Creation Wizard – Column headers do not repeat on every page


Tracking Number CC-4854
Application Contact Center Manager Administration
Description Column headers do not repeat on new page unless the first row of data is the
start of a group.
Impact Column headers may be missing from pages.
Workaround None

Popup window appears when launching OD for first time on server


Tracking Number CC-4916

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Avaya Aura® Contact Center
Release Notes

Application Contact Center Manager Administration


Description An information window appears with details about the “ComponentOne
TrueDB Grid Pro 8” software the first time Orchestration Designer is launched
on the server.
Impact This window can be closed and ignored.
Workaround Close the popup window.

SIP Networking, LNI (Local Node Inclusion) configuration changes do not take effect until ASM is
restarted.
Tracking Number CC-5137
Application Contact Center Manager Server
Description When using SIP Networking, LNI (Local Node Inclusion) configuration changes
do not take effect until ASM is restarted.
Impact Calls are distributed but the LNI distribution will not be enforced.
Workaround Restart the Contact Center.

Installing CCMS Patch on a very large database can take 20+ minutes
Tracking Number CC-5140
Application Contact Center Manager Server
Description Installing CCMS Database Patch on a very large database can take up to 23
minutes. This is due to re-indexing of the CCMS database tables with large
volume of data in the order of few million rows.
Impact Longer CCMS patch install time.
Workaround None

CS1000 - Incorrect Calling Number Displayed on Refclient after completion of transfer


Tracking Number wi01233394
Application Communication Control Toolkit
Description 1) Customer calls into contact center.
2) Call is answered by a User/Extn who is not controlled by AACC.
3) User performs a supervised transfer of customer call to CDN.
4) Transfer call is routed to an agent.
5) Agent answers the call.
6) User completes the transfer.

The calling number displayed on the Refclient and Softphone should be the
customer calling number.
Instead Softphone displays the customer calling number, Refclient still shows
the User number even after the transfer is completed.
Impact After transfer completion the calling number available to CCT clients is
incorrect. Third party CCT clients which rely on this information may be
impacted.
Please note this issue is only seen on CS1000 platforms.
Workaround None

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Avaya Aura® Contact Center
Release Notes

Enterprise Web Chat – Intermittently some messages may be delayed by 10 seconds and joining a
room could fail
Tracking Number ASSISTCHAT-1408
Application Tomcat & Enterprise Web Chat
Description A workaround implemented by EWC for Tomcat bug# 58624 may cause some
messages to be delayed by 10 seconds and cause some join room requests to
fail.
Impact This issue is intermittent and expected to occur very infrequently. In a scenario
where the issue occurs, a very small proportion of chat messages will be
delayed OR new chat participants (agents/supervisors/customers) may be
unable to join the chat room.
Workaround None

Enterprise Web Chat – Sessions closed while sending messages may not close
Tracking Number ASSISTCHAT-1407
Application Tomcat & Enterprise Web Chat
Description When a WebSocket connection is closed while the Agent Controller or
Customer Controller is processing a message, the controller may not be
notified that the connection has been closed.

This issue could be seen if the customer application OR agent application


(Custom Desktop) terminates unexpectedly, immediately after an ‘agent Login’
request OR ‘Queue Status’ request is sent.
Other requests are less likely to produce this issue.
Impact The Agent Controller / Customer Controller will not detect that the session has
closed.
An affected agent may not be able to login until Tomcat is restarted.
There is a small memory leak associated with this issue.
Workaround None

Enterprise Web Chat – Remote Geographic Node, Manually set CCMM server name in Custom
Desktop when connecting to RGN
Tracking Number ASSISTCHAT-1285
Application HA + RGN / Reference Custom Desktop
Description The Reference custom desktop supports additional connection fields to allow
the Desktop to login to an RGN server in the event of a Full Campus outage and
transition to the RGN server.
This was intended to remove the need to reconfigure the CCMM server settings
when the agent needs to logout of the Campus and login to the RGN.
Affected parameters:
<RGNWebSocket>
<RGNMMServer>
Impact The reference agent desktop will not automatically connect to the alternative

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Avaya Aura® Contact Center
Release Notes

CCMM server (web socket connection) when logging into and RGN server.
Workaround Workaround is to manually set the following fields in Custom Desktop after
moving to RGN:<DefaultMMServer> & <WebSocketURL>

Note: RGN alternative CCT server functions correctly.

Enterprise Web Chat – HA: Agent can type and send messages for a brief window at start of a manual
switchover of CCMM
Tracking Number ASSISTCHAT-1266
Application Agent Desktop Reference Client & High Availability
Description When performing a manual switchover on the Multimedia AACC server, there
is a 20 second window in which the Agent can continue to type and attempt to
send messages.
When the Agent tries to send the message, a dialog box is displayed stating;
"500 - Internal server error".
Impact This does not have an effect on the overall chat. Once the switchover is
complete the chat can continue as normal.
Workaround None

Max Open Duration setting cannot function longer than 2 hours


Tracking Number CC-6289
Application Contact Center Manager Server
Description Steps to reproduce:
1. Launch CCMM Admin/Agent Desktop Configuration/General Settings, set
Open Duration to value greater than 2 hours.
2. Launch AAD, login an agent, accept some MM contacts (VM, Fax …) and
wait more than 2hours
Expected result:
Agent is able to active the contacts for the length of time set in step 1 without any
problem
Actual Result:
After having been active on the contact for more than 2hrs, the agent is auto
logged out with the message “You have been logged out of Agent Desktop while a
contact is Open. Please finish this contact before you login again”
Impact Unable to have a max open duration function longer than 2 hours.
Workaround The following two files need to be updated:
D:\Avaya\Contact Center\Common Components\CMF\CmfProperties.xml
D:\Avaya\Contact Center\Common Components\CMF\CmfProperties.xml.ftl

This value in each file:


<AgentFailureAfterAnswerTimeout>7500000</AgentFailureAfterAnswerTimeout>

Should be updated to:


<AgentFailureAfterAnswerTimeout>86400000</AgentFailureAfterAnswerTimeout>

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Avaya Aura® Contact Center
Release Notes

After making this update a restart of Contact Center is required.

If the workaround above has been applied it may need to be applied again after
installing or removing a CCCC patch or service pack.

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Avaya Aura® Contact Center
Release Notes

Appendix A
Issues Addressed in Service Pack 0 and Patches Line-up
This section of the release notes provides information on customer issues that have been addressed in
this Service Pack.

CCMS, CCSU, CCCC and CCLM 7.0 SP0 Listing


This list contains defects addressed for the Manager Server, Common Components and License Manager
components of Avaya Aura® Contact Center

WI/JIRA Summary
wi01225367 Unable to add assignment with skillset expression to Logic block in OD
Race condition on CAB on Voice port in VSM causes incorrect events for all calls on
wi01212280 broadcast port
CP_CONNECTED event received for previous GiveBroadcast request destroyed the SR
wi01212628 timer and then the service request was hanging without any action
VSM experiences 1.5 seconds delay if agent completes transfer to CDN while consult call
wi01212635 is ringing on voice port
wi01216019 Voice segments fail to be played to caller
11th call in SR isn't added to broadcast session if some call is abandoned between ITR
wi01223288 and ITS Listen Add-on requested for first 10 calls
wi01225426 After AACC reboot VSM requires to be restart for access ports to work
wi01226110 TSM issue with Access ports (Dead Air)
wi01227250 ASM treated the idle agent as active on DN call - resulted in agent unable to pull Emails
wi01228134 Agents reported Idle on RTD but they are not getting presented calls from the queue
AACC - Call being pegged as abandoned in CBC report if the call return to network
wi01229543 skillset
uniqueDeviceIdToTn Hashtable entries are never being deleted leading to CMF Out of
wi01229785 Memory over a long period
wi01229984 ASM did not send agent reservation to NCP after reserving an agent
wi01230322 Application Threshold not working as expected
wi01230483 When importing WSDL using DIW throws error saying already exists
wi01231035 exception when failed DN call blocks agent while on skillset call
wi01231325 Reply Email from customer does not present to other agents and does not escalate
wi01231472 second activity code missing contact id results in reporting error
wi01232218 TFE termination due to CounterInformation utility
Agents stuck and not moving to Idle after agent rejected the incoming network call by
wi01232297 going NRD
In case of RESPONSE Failure the NCP should not filter the target node for this generic
wi01232311 failure
wi01232313 agent using reject button - incorrect call abandon at source node
wi01232506 CBC at Source shows Abandon CBC at Target shows Disconnect
wi01232646 Answered Call being pegged incorrectly as abandoned in CBC report
AnswerData notified to source ASM but not passed to source EB leads to inject abandon
wi01232693 in CBC

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Avaya Aura® Contact Center
Release Notes

AACC SP15 - Issues logging into a SOA refclient when 400 terminal groups assigned to
wi01232703 user
wi01232710 Managed IP does not move from Active to Standby after CCMM HA failover
Real agent is getting stuck when a call transfer is being completed just after a ITR Route
wi01232760 is being issued but before ITS is received
wi01232902 AACC SP15 - AML to SIP networking calls showing abandoned on AML site
wi01233212 Emails cannot be pulled following MCHA Switchover
wi01233611 CCMS ASM_Service terminated unexpectedly for customer
wi01233843 Calls are intermittently not being routed to the correct CDN
wi01233903 LNI call abandoned causes stuck agent
TFE is resuming script execution when a pull request is performed on a contact that is
wi01233953 being already handled

CCMA 7.0 SP0 Listing


This list contains defects addressed for the Manager Administration components of Avaya Aura®
Contact Center.

WI/JIRA Summary
wi01229646 Monthly Historical reports scheduled for last month contains data for 2 months
wi01230616 AACC6.4 SP14 - ICERTD service crash Aug 2015
[NCC] Site filter and skillset filer in the Network Communication Parameters displays
wi01231015 status incorrectly
wi01232234 Generic OAM Error event - ProccessActivityCodeAdd
CC-4339 Realtime dashboard not showing data when using Unicast over HTTPS
CC-4340 Error downloading realtime dashboard as the version has not changed
CC-4361 CCMA last login date/time doesn't is not internationalized
CC-4426 No CDN listed in 'CDN related' historical reportings using User Defined Class
CC-4629 CCMA focus is not set to the User ID field
CC7 - CreateACCSWindowsUserAccounts.exe [security enabled] - Issue retrieving CCT
CC-4838 users
CC-4894 Scheduled assignments not migrated properly

CCT 7.0 SP0 Listing


This list contains defects addressed for the Communication Control Toolkit components of Avaya Aura®
Contact Center.

WI/JIRA Summary
CCT web service responses are greater than 10 seconds intermittently - leads to
wi01230132 screenpop failure
wi01232045 AACC - missing events on CDN to CDN route
wi01232316 Intermittently calls from AAEP are not being set to Controlled
wi01232727 TAPIC termination function did not recover

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Avaya Aura® Contact Center
Release Notes

CCMM/AAD 7.0 SP0 Listing


This list contains defects addressed for the Multimedia\Outbound Server and Avaya Agent Desktop
components of Avaya Aura® Contact Center.

WI/JIRA Summary
wi01227668 AACC 6.4 SP13 AAAD Contact Search Failure When Contact Search Interrupted
wi01227887 AAAD is unable to transfer an email contact due to the dropdown list being blank
wi01229167 Created by" record in contact's history depends on the type of logged in agent"
AACC - New Multimedia contacts stop routing after restart with mails to unacquired
wi01229659 Route Point
wi01232105 CCADIntrinsicSettings.xml are truncated when modified via CCADConfigurator
wi01232528 Agent Desktop - Critical Error Reported to agent
Supervisor shows no contacts to observe, approx 2 minutes later, he shows up
wi01232577 observable (Same Call)
wi01233603 Auto Phrases not loading for first contact in an IM chat
wi01234638 newer uccapi.dll replaced by AAAD on install
CC-4328 Transfer to agent showing agents who not logged out cleanly from AAAD
CC-4414 Last Login Time label – Date always shown in European format
CC-4509 CCMM OAM notifications not received on a co-res AML server
CC-4650 Agent Desktop hang
CC-4753 Agent Statistics window resizing issue
CC-4758 Remove the extra spacing from the autoresponse
CC-4781 Intermittent AAD Customer Details Issue
Agent Browser is supported with Local Users and ACW Softphone but not stated in ACCS
CC-4813 7 Solution Description

Agent Greeting Recording 7.0 SP0 Listing


This list contains defects addressed for the Agent Greeting of Avaya Aura® Contact Center.

WI/JIRA Summary
CC-4607 Agent Greeting does not work with Security On

IW 7.0 SP0 Listing


This list contains defects addressed for the Ignition Wizard of Avaya Aura® Contact Center.

WI/JIRA Summary
CC-4324 Switch serial number validation

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